Summary
Overview
Work History
Education
Skills
Certification
Extracurricular Activities
Timeline
Generic

Shalvi Tewari

Bangalore

Summary

Seasoned Technical Support Analyst with a proven track record at Oracle, enhancing service delivery by spearheading process improvements. Expert in Citrix, with strong communication skills, adept at bridging product teams and clients for efficient issue resolution. Excelled in project management, driving high SLA standards without compromising quality.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Technical Support Analyst-2

Oracle
07.2023 - Current
  • Provide technical support for Oracle Cerner healthcare solutions
  • Manage account requests, change management, and Active Directory (AD) group management
  • Resolve tickets related to Citrix and network accounts, maintaining high SLA standards
  • Enhance service delivery through process improvements and SOP documentation
  • Liaison between Oracle product teams and clients, ensuring efficient issue resolution

Application Support Analyst

Schlumberger
07.2022 - 07.2023
  • SNOW Operations expert at L2 level, handling incident resolution and SOP-based solutions
  • Communicated with legal business stakeholders to gather requirements and design process workflows
  • Led Scrum calls and managed ticket distribution via JIRA
  • Created Power BI dashboards and documented technical business processes
  • Developed high-level test case scenarios for legal applications

Software Development Engineer Intern

Philips
02.2022 - 07.2022
  • Designed wireframes for DXR-ray models with architects
  • Collaborated with product managers and UX designers to translate project requirements
  • Built a performance monitoring system application using C# and WPF
  • Developed UI designs through wireframes, mock-ups, and prototypes

Education

B.Tech -

Chandigarh University
Punjab
01.2022

Matriculation -

Seth Anandram Jaipuria School
Kanpur, India

Higher Secondary -

Seth Anandram Jaipuria School
Kanpur, India

Skills

  • Project Management
  • Team Management
  • Strong Communication
  • Presentation
  • Email Writing
  • Business Analysis
  • Troubleshooting
  • Python
  • Linux
  • HTML5
  • CSS3
  • MySQL
  • Citrix
  • Word
  • Excel
  • PowerPoint
  • Outlook
  • Access
  • OneNote
  • SNOW
  • JIRA
  • Azure Data Studio
  • ONIT
  • Microsoft Sway
  • Visio
  • Power BI
  • Azure
  • Kanban
  • Confluence
  • Service Now
  • Remedy
  • Active Directory
  • DNS
  • DHCP
  • Docs
  • Sheets
  • Forms
  • Slides
  • Drive
  • VMware ESXi 65
  • VMware ESXi 67
  • ITIL
  • Service Management
  • Incident Management
  • Problem Management

Certification

  • Certified Data Scientist by IIT
  • Certified Agile Scrum Master (ASM)
  • Business Analysis Certification
  • Project Management
  • Product Management
  • CAPM Certified
  • ITIL Certification

Extracurricular Activities

Public Speaking Anchoring Article Writing Vlogging

Timeline

Technical Support Analyst-2

Oracle
07.2023 - Current

Application Support Analyst

Schlumberger
07.2022 - 07.2023

Software Development Engineer Intern

Philips
02.2022 - 07.2022

B.Tech -

Chandigarh University

Matriculation -

Seth Anandram Jaipuria School

Higher Secondary -

Seth Anandram Jaipuria School

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Shalvi Tewari